Job Description Job Title Associate - Customer Service Location Gurugram - 90 C Department Operations Function Operations Customer Service Reporting to Deputy Manager Customer Service Band 5

JOB SUMMARY:

The Incumbent would be responsible for managing email backend vertical along with team of executives. The primary role is to ensure timely and accurate resolutions shared with customers on email and call. Problem understanding and solving by way of designing process and implement tech solves.

Key Responsibilities:

Resolution of Queries:

Resolve all escalated complaints from Agent Advisor & Customers within the defined Service Level Agreement s

Ensure adherence to documented processes, procedures and controls

Liaise with other support units in Home Office (such as Operations, Products, Actuaries, Finance, Admin, IT) to ensure that all local queries/complaints are resolved

Ensure follow up with customers / Agents to ensure complete satisfaction

Meet KPIs defined

Data Analysis:

Help in Root cause analysis of Queries / Complaints received





Strictly follow the Escalation Matrix

Measure of Success:

Customer satisfaction scores

Agent satisfaction scores

TAT of Customer/Agent query resolution as per defined SLA

100% compliance to standards.

100% compliance to Quality Scores and Grievance KPI s.

Desired qualifications and experience:

Graduate with 1-2 years experience in Operations / Customer Care

The applicant should have Valuable English & Hindi speaking skills, a keen interest in the Internet and strong working knowledge of computers

Knowledge and skills required:

Prior experience in handling email complaints

Good communication skills

Basic Excel

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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